What are the responsibilities and job description for the Technical Support Analyst position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Analyst in Brazil.
This role is part of a global technical support organization responsible for ensuring the stability and performance of complex software systems used in production environments. You will act as a key Level 2 support specialist, troubleshooting incidents, analyzing system behavior, and restoring services in alignment with defined service-level agreements. Working in a fast-paced, 24/7 support environment, you will interact with cross-functional technical teams to resolve issues spanning applications, databases, and system integrations. The position requires strong analytical thinking and the ability to interpret logs, queries, and system outputs to identify root causes. You will also contribute to operational excellence by executing standard procedures, improving documentation, and supporting continuous service improvement. This is a highly collaborative role where clear communication and structured problem-solving directly impact customer satisfaction and system reliability.
- Provide Level 2 technical support for production systems, troubleshooting incidents and service requests in line with SLAs and operational procedures.
- Monitor and manage incident queues, ensuring accurate documentation of investigations, updates, and resolution steps in support systems.
- Analyze application, database, and system behavior using SQL, logs, and Unix/Linux commands to identify root causes and propose corrective actions.
- Execute operational runbooks, including job restarts, configuration updates, health checks, and controlled deployments.
- Collaborate with Level 3/L4 engineering and development teams to escalate complex issues and support resolution through detailed technical input.
- Contribute to knowledge management by creating and updating technical documentation, troubleshooting guides, and standard operating procedures.
- Assist with minor configuration changes, testing activities, and controlled production updates following change management processes.
- Participate in shift rotations and on-call schedules to ensure continuous 24/7 system support coverage.
- Support reporting activities by generating standard system performance or incident reports when required.
Requirements:
- At least 2 years of experience in technical support, application support, IT operations, or a related technical environment.
- Basic knowledge of Unix/Linux systems and shell commands, with ability to execute scripts and follow operational procedures.
- Foundational experience with SQL and relational databases (e.g., Oracle), including querying and interpreting data for troubleshooting.
- Understanding of system architectures, including interactions between applications, databases, and interfaces (telecom experience is a plus).
- Strong analytical and problem-solving skills with the ability to diagnose issues and follow structured resolution processes.
- Good communication skills in English, both written and verbal; additional languages such as Spanish are an advantage.
- Ability to work in global, team-oriented environments across different time zones.
- Willingness to work in shifts, participate in on-call rotations, and support critical incidents outside regular hours.
Benefits:
- Flexible work arrangements (remote, hybrid, or office-based depending on setup).
- Comprehensive healthcare coverage, including medical, dental, and vision plans.
- Paid vacation, holidays, and volunteer time off.
- Employee support programs and inclusion-focused communities.
- Opportunities to work in a global, high-impact technical environment.
- Exposure to large-scale systems and enterprise-level production support operations.
- Inclusive workplace culture focused on integrity, innovation, and collaboration.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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